Developer's Guide

5-58
CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 5 Application Level Interfaces
Supervisor Service
LIST_AGENT_TEAM_REQ
A CTI Supervisor Client could use the LIST_AGENT_TEAM_REQ message to obtain the list of
associated agent teams. Once the list of agent teams is obtained, the supervisor could use
MONITOR_AGENT_TEAM_START_REQ to start monitoring agent teams. The agent states of the
agent team will be send to the requesting supervisor session until a
MONITOR_AGENT_TEAM_STOP_REQ is received.
When any change is made to the agent team configuration, an AGENT_TEAM_CONFIG_EVENT will
be sending out. If agent team and supervisor mapping are changed (add or remove), an
AGENT_TEAM_CONFIG_EVENT will be sending out with AgentFlags set to 0x0004 for supervisor.
The LIST_AGENT_TEAM_REQ message, defined in Table 5-51, allows a CTI Supervisor Client to
obtain the list of agent team that the supervisor can monitor. The list should be pre-configured in the
Agent Team Supervisor Table.
The LIST_AGENT_TEAM_CONF message, defined in Table 5-52, contains the list of agent teams that
associated with the requesting supervisor.
Table 5-51 LIST_AGENT_TEAM_REQ Message Format
Field Name Value Data Type
Byte
Size
MessageHeader Standard message header. MessageType = 133. MHDR 8
InvokeID An ID for this request message that will be returned in the
corresponding confirm message.
UINT 4
SupervisorID Skill target ID of the requesting supervisor UINT 4
Maximum message size (including header) 16
Table 5-52 LIST_AGENT_TEAM_CONF Message Format
Fixed Part
Field Name Value Data Type
Byte
Size
MessageHeader Standard message header. MessageType = 134. MHDR 8
InvokeID Same ID as the request message. UINT 4
NumberOfAgent
Teams
The number of TeamID present in the floating part of the
message, up to a maximum of 64
USHORT 2
Segment Number Indicates the segment number of this message USHORT 2
More Indicates if this message is the last confirmation. (More
than one confirmations are sent out if more than 64 Agent
Teams are associated with the supervisor)
0: last message;
1: more messages to follow;
USHORT 2
Floating Part
Field Name Value Data Type
Max.
Size